We Are Hiring
We are seeking a customer-focused and technically capable Service Desk Agent to provide Level 1 IT support to clinical and business users. This role is responsible for handling incoming technical issues, troubleshooting basic hardware and software problems, and ensuring timely resolution or escalation of service requests.
Responsibilities:
- Provide first-line technical support via phone, email, and chat for issues related to connectivity, telephony, software, hardware, peripherals, and smart devices
- Assist users with basic software questions, account access, and routine technical requests
- Manage approximately 40–50 support calls per day
- Use the IT ticketing system to log incidents, service requests, and troubleshooting steps
- Ensure accurate documentation of issues and actions taken
- Identify high-priority or major customer issues and follow established escalation procedures
- Analyze incidents for correct prioritization and classification
- Coordinate with internal teams to ensure smooth resolution and communication
- Make recommendations for updates to the knowledge base (KB)
- Support continuous improvement of support workflows and documentation
Requirements:
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field
- Previous experience in IT support, service desk, or customer support roles preferred
- Strong understanding of troubleshooting basic software, hardware, and connectivity issues
- Working knowledge of:
- Microsoft Excel, Word, Outlook, Teams
- Active Directory
- Internet browsers and search tools
- Experience using IT ticketing systems and knowledge base tools is an advantage
Salary
Competitive
Monthly based
Location
Harare, Harare, Zimbabwe
Job Overview
Location
Harare, Harare, Zimbabwe